Refund and Returns Policy

Last updated: 31 May 2026

1. Overview

At M25 Carpet Machines, we want you to be completely satisfied with your purchase. If you change your mind or are not happy with a product, we offer a straightforward return policy. You have 14 days after receiving your item to request a return, and a further 14 days to send it back to us.

2. Eligibility for Returns

To be eligible for a return, your item must be:

• In the same condition that you received it.
• Unused and in its original, undamaged packaging.
• Accompanied by the receipt or proof of purchase.

3. Strict Policy on Electrical Parts

Due to the technical and sensitive nature of the parts we supply, we enforce a strict policy on all electrical components (including, but not limited to, vacuum motors, water pumps, and switches).

• Electrical parts CANNOT be returned if they have been installed, fitted, wired, modified, or used in any way.
• Any electrical part returned to us will be closely inspected. If there is any evidence of installation or use, the return will be rejected, and no refund will be issued. The item can be sent back to you at your own expense.

4. Faulty or Damaged Items

Please inspect your order upon reception. If the item is defective, damaged in transit, or if you received the wrong item, please contact us immediately (within 48 hours of delivery) so that we can evaluate the issue and make it right. We will cover the return shipping costs for faulty or incorrect items.

5. Return Shipping Costs

Unless the item is faulty or we sent the wrong product, you will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. We strongly advise using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

6. Refunds Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

• If approved, your refund will be processed automatically to your original method of payment within 5-7 business days.
• Please note that it may take some time for your bank or credit card company to process and post the refund.

7. How to Initiate a Return

To start a return, please contact us using the details below. We will provide you with the return address and instructions on how to send your package.

• Phone: 07908919274
• Email: info@m25carpetmachines.co.uk
• Address: 10 St. Thomas’s Close, Waltham Abbey, EN9 3PQ